About Zendesk
Zendesk software brings calm to the chaotic world of customer service and powers billions of conversations with well-known brands.
Responsibilities
•Guide newly signed Zendesk customers through early onboarding, focusing on German-speaking customers
•Conduct onboarding kickoff calls, check-ins, and progress reviews in German and English
•Explain onboarding paths, resources, milestones, and next steps to customers
•Drive customer engagement through structured outreach, follow-ups, and no-response recovery
•Use digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement content to support customer progress
•Capture customer goals, use cases, success criteria, stakeholders, and implementation priorities
•Build and maintain onboarding Success Plans aligned with customer outcomes and purchased products
•Help customers prioritize foundational workflows and activation milestones
•Document risks, blockers, customer sentiment, and recommended next steps in Gainsight or relevant systems
•Support customers in reaching go-live within target onboarding timeframes
•Track progress against onboarding milestones, including kickoff, foundational setup, go-live readiness, product activation, and early adoption
•Identify adoption gaps and recommend enablement resources, product guidance, or escalation paths
•Support foundational adoption of Zendesk products, including Support, Messaging, Knowledge, Voice, Copilot, and AI capabilities as appropriate
•Identify customers with AI, Copilot, Messaging, or other advanced product entitlements
•Capture the first AI use case, channel readiness, knowledge readiness, and admin ownership where applicable
•Route customers to AI Specialists, Services, Product Support, or partner resources when needs exceed standard onboarding scope
•Document AI readiness, blockers, and recommended handoff notes for Core CS
•Maintain accurate and timely updates in Gainsight, Salesforce, Gong, and other systems of record
•Track onboarding engagement, milestone completion, customer blockers, and risk status
•Follow standard onboarding playbooks, CTA workflows, and escalation processes
•Partner with FLMs, Ops, Digital Programs, Core CS, Sales, Services, Support, and Product Specialists to support customer outcomes
•Share feedback on customer friction points, process gaps, and opportunities to improve scaled onboarding
•Prepare customers for transition into the appropriate post-onboarding CS motion
•Provide Core CS, Scaled, and Pulse teams with clear handoff context, including customer goals, adoption status, risks, blockers, AI readiness, and next-best actions
•Support a smooth transition from onboarding to long-term adoption, optimization, and renewal readiness
Requirements
•Fluency in German and English
•Based in or able to work from Dublin, Ireland, twice a week
•1–3+ years of experience in Customer Success, Onboarding, Implementation, Support, Account Management, SaaS operations, or a related customer-facing role
•Strong customer communication skills and the ability to explain concepts clearly and guide customers through next steps
•Ability to manage a high-volume customer portfolio with strong organization and prioritization
•Comfortable using digital customer engagement tools, CRM systems, and customer success platforms
•Strong follow-through and attention to detail
•Ability to identify customer blockers, risks, and escalation needs early
•Collaborative approach and ability to partner across Sales, CS, Support, Services, Ops, and Product teams
•Curiosity and willingness to learn Zendesk products, onboarding methodology, and customer success best practices
Nice to have
•Experience with Zendesk products or similar CX / SaaS platforms, supporting SMB, Mid-Market, or scaled customer segments
•Familiarity with Gainsight, Salesforce, Gong, Journey Orchestrator, Skilljar, or similar tools
•Customer onboarding, implementation coordination, or digital-first customer journeys experience
•Understanding of support operations, ticketing workflows, knowledge management, messaging, voice, reporting, or AI / automation concepts
•Experience in a high-volume, metrics-driven environment, comfort using data to prioritize customer follow-up and identify risk
•Additional European language skills
Conditions
No conditions stated in the posting.
